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Success largely depends on the retention of customers, which again depends on customer satisfaction (CS) levels, so understanding customer satisfaction is fundamental for the success of refurbishing products. Thus, this paper seeks to identify the features associated with customer satisfaction of refurbished mobiles by analyzing the online reviews collected from Amazon.com through ANN based prediction model. Later it was substituted with other classifiers namely Random Forest (RF), XG Boost (XGB), K-Nearest Neighbors (KNN) and Decision tree (DT) to assess the accuracy of our Refurbished Mobile Customer Satisfaction (RMCS) prediction model. As a result of analyzing 400,000 reviews on refurbished mobiles, it was found that ANN outperformed other classifiers in predicting RMCS.<\/jats:p>","DOI":"10.1177\/18724981251318456","type":"journal-article","created":{"date-parts":[[2025,2,25]],"date-time":"2025-02-25T01:29:43Z","timestamp":1740446983000},"page":"381-394","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":0,"title":["Analyzing the impact of features embedded in customers\u2019 reviews of refurbished mobile phones on customer satisfaction"],"prefix":"10.1177","volume":"19","author":[{"given":"Anu Gupta","family":"Aggarwal","sequence":"first","affiliation":[{"name":"Department of Operational Research, University of Delhi, Delhi, IN-DL, India"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0009-0003-1217-0939","authenticated-orcid":false,"given":"Shikha","family":"Tomar","sequence":"additional","affiliation":[{"name":"Department of Operational Research, University of Delhi, Delhi, IN-DL, India"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sameer","family":"Anand","sequence":"additional","affiliation":[{"name":"Department of Operational Research, University of Delhi, Delhi, IN-DL, India"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3900-4215","authenticated-orcid":false,"given":"Aakash","family":"Aakash","sequence":"additional","affiliation":[{"name":"Ramanujan College, Department of Operational Research, University of Delhi, New delhi, India"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2025,2,24]]},"reference":[{"key":"e_1_3_3_2_2","volume-title":"Towards the circular economy, economic and business rationale for an accelerated transition","author":"MacArthur E","year":"2013","unstructured":"MacArthur E. 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